About SpecsaversWelcome to Specsavers - where we're not just about eyewear and eyecare, we're a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work®, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,600 healthcare businesses spanning 11 countries in our network, passionately caring for more than 42 million patients and customers worldwide.At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That's why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we're here to make a real difference in the lives of our customers.But that’s not all - we're also dedicated to fostering a positive, inclusive, and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.If you're passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.What You’ll DoPurpose of the roleThe Technology team provides the IT services that help our business run and grow. This is by giving our store and support office colleagues the tools and equipment that enable them to be great at what they do, which is to help our customers.Reporting to the IT Support & Store Delivery Manager, the IT Support Analyst will be the first point of contact for all IT incidents and requests from retail stores and our Burnaby Support Office users, providing a high level of customer service remotely and in-person. As we are a fast-growing company in Canada, this role will also have exposure to ongoing projects across Retail, Clinical, Supply chain and our Support Office.Key ResponsibilitiesProvide remote support to our Retail colleagues and partnersProvide desktop and user support at the Burnaby Office locationSet up new user accounts and assist with onboardingTroubleshoot network issues and escalate effectively where requiredUtilize ServiceNow and JIRA to log, update and resolve support ticketsCollaborate with internal teams and 3rd party vendors to troubleshoot and resolve IncidentsContribute to the continual service improvement of our IT support services as we growCreate & Maintain Knowledge Articles & Manuals for systems and applicationsAssist in Incident Management and contribute to Problem ManagementCollaborate with internal IT teams on various projectsWhat We’re Looking ForA passion for providing excellent customer serviceStrong communications skills, both written and verbalPrevious experience providing both remote and desktop supportUnderstanding of ITIL best practiceEssentialServiceNowJIRAWindows 10Office 365Azure Active DirectoryComputer Hardware (Laptops, Desktops, Monitors & Peripherals)Mobile Device ManagementBasic Network TroubleshootingBasic Application TroubleshootingNice to HaveAdministering users and phonelines through RingCentralConfiguring devices and profiles in JAMFRetail-specific Hardware, Software and Support processesTroubleshooting or configuring Cisco Meraki equipmentClinical software troubleshooting, and understanding of optometry equipmentOur Fellow ‘Speccies’ Enjoy 3 weeks of vacation and 1 paid volunteer day1 extra paid day off and an eyecare voucher on your birthdayRRSP matchingQuarterly performance bonusHealthcare spending accountHealth and dental benefits effective on your first dayTeam and company social eventsOur ValuesCollaborative: We work together as one Specsavers to deliver our purposeCurious: We question, explore, and seek out diverse perspectives to develop our knowledge and understandingCourageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision makingCompassionate: We care, support, and help each otherCommercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term We hope that in applying with us, you value these things as well!Equal Opportunity EmployerAt Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.